Service Manager 2

Job Summary

Service Manager 2

Competitive Salary + Bonus + Car + Benefits A fantastic opportunity has arisen for an experienced Service Manager to join our flourishing contractual service management team, to manage the services delivered to a high profile customer predominately covering the M1/A1 corridor. The successful individual will be responsible for all services delivered into this customer. This person will be a point of escalation for customers, focussing on contract and relationship management, as well as ensuring that Computacenter are delivering against all SLA's, contractual terms and our margin commitments.

Roles & Responsibilities

Service Operations

• Ensures Service obligations are met
• Holding Regular service reviews with customers
• Provides Performance statistics and reporting to the customer
• Escalation point for services issues
• Reports major issues to Senior Management
• Applies Management Operating System
• Ensuring Efficiency and Productivity targets are met
• Promoting sharing of resource and knowledge
• Ensuring Service Quality measurement is in place and a “service excellence” ethos promoted
• Ensuring a Continual Improvement process is in operation

• Developing productive relationships with customers and management teams
• Mapping and building strong relationships with Internal and External Service Providers

• Leadership of all direct reports and virtual team members
  Performance Management and development of direct reports
• Provides feedback for Performance Management of virtual team members
• Providing coaching and support to staff

• Responsible for multi £m P&L Management
• Managing renewals and extensions
• Supports Service Principal to achieve and deliver growth within customers

• Identification of and maximisation of opportunities for growth
• Running detailed day-to-day contract mechanics, controlling and managing change

• Broad experience of IT Service Delivery environment
• Demonstrable experience as Manager of IT Service Delivery teams
• Evidence of Budget/P&L Management capability (>£10m budgets)
• Evidence of ability to build strong customer relationships up to Head of Function, IT Director level
• Evidence of delivery of change (process or technology or culture)
• Experience in managing a portfolio of contracts and senior relationships
• Evidence of managing and driving results through virtual teams and internal/external suppliers
• Evidence of adaptability/flexible to changing demands
• Evidence of ability to work under pressure and to influence
• Demonstrable track record of utilising a consultative and partnership based approach in delivering services
• Evidence of experience in commercial negotiations
• Demonstrable knowledge of ITIL (accreditation desirable)
• Excellent communication skills at all levels
• Excellent decision making/problem solving skills
• Strong leadership skills
• Strong planning and organisation skills
• Strong People Management skills – interpersonal skills, performance management skills, interviewing & selection

Computacenter is Europe’s leading independent provider of IT infrastructure services. We can advise customers on their IT strategy, implement the most appropriate technology from a wide range of leading vendors and manage their technology infrastructures on their behalf. At every stage we make our customers’ businesses sharper by removing cost, complexity and barriers to change across their IT infrastructures.

Our corporate and government clients are served by offices across the UK, Germany, France, the Benelux countries, Spain and South Africa. We also serve our customers’ global requirements through our extensivepartner network.

Key facts about Computacenter

Computacenter is Europe’s leading independent provider of IT infrastructure services & solutions

• Our focus is on corporate and government organisations, typically of from 500 to 10,000 employees, and large enterprises of 10,000 or more employees.
• Over 10,000 staff are employed across the Group. 2010 adjusted profit before tax was £65.4 million. Revenues were £2.68 billion
• Over 70% of Computacenter’s Group revenue comes from services, software, and sales of enterprise products such as servers and connectivity/networking technology

Computacenter is an equal opportunity employer and welcomes diversity